Casino Midas - The player's self exclusion failed.

I have been receiving psychological and psychiatric treatment and compulsive gambling for about 5 years. I excluded myself and started in an association. Approximately a year and a half after text messages, emails and continuous calls, I relapsed, they let me in without a problem and there is no maximum amount of money deposited. I don't know in these years the number of times it opens required the permanent closure of my account and it has never been done. I have put that amount because what I really want is for them to eliminate me and block my account. I have lost more than €40,000. I know that the The problem is mine but they are perfectly prepared to sink you. I need to never hear from them again I am desperate

Hello Rakeloviedo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

I told them that I wanted to close it forever and my problem with the game. I sent test emails for years

I would have to search but I have many. They have never closed it. Only once but they sent me real money and of course I would go and ask to open it to get the gift and the same again

Delete the photo that puts my ID please, I did not realize

Hello Rakeloviedo,

The post is now set as sensitive so only us and the casino can see it.

I've checked the screenshots and you did request for a self exclusion only in the one from 24.2.2023 as you did not mention any gambling addiction or issues in any of the previous ones.

Can you please advise if they did exclude your account since?

No, they did not exclude it. I have to search because I have many more where I talk about my addiction. In fact, I have one in which they say that they closed the account and it was not like that, as well as their responses saying that they do not want me to leave

Here I also talked about my addiction

In addition to the self-exclusion, I would like compensation despite the fact that what was deposited from the closing request is unfeasible because you cannot imagine how much money it has been, but my mental health, my gambling association, my psychologist must be compensated every week

Everything I wrote has been deleted for trying to send a document that I cannot here. Give me an email where I can send you the complaint filed in 2019 with the DgOJ, I have therapy attendance reports since then, I belong to fejar. when the other day I put my review 2 days later. My VIP agent is my name, I have the call saved, and now they have a Madrid number to tell me that my account has been closed because I have made a very bad comment. He offers me €400 and I, out of desperation I accepted it and I deleted it as you can verify. Now I will do it again. I attach a screenshot of the chat where he thanks me for eliminating it. Are more tests needed? I would not be able to know the money spent since I told you about my problem but at least the 3000 of this 2023 that less. Today I told my agent what I was going to do and he denied me that midas would ever compensate anyone and send them a screenshot from one of the resolved complaints here where they offer that return. Please, I want compensation and permanent self-exclusion as soon as possible. I pay a psychologist every week since 2019 at €70 per session, this is a no-go. Thank you and I await a response

I sent you the capture that I found from May 2022 where he also talked about my problem but still only since February 24, as you say, I deposited €800. But when you give me an email where to attach the 2019 complaint that I also sent you, it would be incalculable that I deposited there. More than €50,000. When you read it you will see how they were more than aware of my problem. Greetings

Thank you Rakeloviedo for all the information provided so far. I'm not entirely sure from your previous screenshots that the older requests can be considered as exclusions as the gambling problem was not specified clearly (might be just translation mistake) but as you requested almost it again almost 2 weeks ago and your account is still active, your complaint will be now forwarded to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I have sent the complaint filed in 2019 to that email, a copy of which was sent to the midas casino itself where it is very clear that there is no problem with the game as well as my request for self-exclusion. I am waiting for news. Thank you

Dear Rakeloviedo,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Jozef

Kindly note that we will investigate the information provided by Rakeloviedo and we will get back to you with our feedback as soon as possible.

Have a nice day.

Casino Midas Team.

Hello Jozef

Please note that the account of the player has been closed as requested.

Have a nice day.

Casino Midas Team

That's what they have to say? Since 2019? In addition, in one click they open it again. In fact, yesterday I still received emails with promotions. I can't understand that they are capable of understanding people's illness and ignore it all. There are too many tests. They can't even defend themselves

I am attaching how they also closed it in March 2022. I am also attaching how the other day they told me that I would lose VIP privileges if I closed it, but come on, it can be opened at the moment. And be careful how it says at the end, I think what you are is alone angry. it's crazy. it's been like this for more than 3 years, a lot of money and zero empathy with the patient

And I apologize for writing so much and sending so many files but this costs me my health and I can't take it anymore

There it says that it will take 48 hours and it was on February 23 and they closed it on Saturday March 4, the day after approving my review. And I can send a capture of the call of the day and time to offer the €400 for deleting the review. By chance What casino guru can verify my review removal minutes later. I'm already exhausted from all this. I want a solution as soon as possible

Dear Midas Casino team,

thank you for your cooperation. May I kindly ask you to explain the situation from your point of view? Based on what I saw, the player has already informed you that he has a serious problem and wants to close his account in May. However, it looks like the closure was quite delayed.

Jozef, you are talking about my request for self-exclusion from May but you have not received my 2019 complaint by email? If there is no possible solution here, I already read that it can be fixed with your license site, right? Because this seems like a joke to me, I hope casino midas answers at least and does not tell lie after lie as with the other complaints I have read, both spinsamba and jackmilion, which is theirs. And say that I keep getting promotions by mail

Dear Jozef,

I have thoroughly reviewed the case, apologies for the delay in responding.

As you probably aware, CasinoMidas is treating responsible gambling with outmost urgent attention- customers are approaching our support team with daily matters, where our team is always trying to protect them in the best way depending on their personal scenario.

In some cases we define with the player their "comfort zone" with regards to their gambling entertainments, setting the limits and compensate with slightly higher bonus ratio so they can play longer with a lower budget.

In most cases, customers are happy and feeling protected as they are aware that they are playing in a place keeping them within their boundaries (as opposed to keep opening accounts with new casinos and playing with no limitations). In the rest of the cases, we face 2 main behaviours:

Customers express the need to stop gambling completely which we follow their guidelines.

Customers are using our flexible bonus plan to get more and more, which we must draw the line at some point.

In any case, our responsible gambling team is reviewing the players accounts regularly, looking to identify compulsive behaviour, such as withdrawal cancellations and chasing losses habits.

CasinoMidas is not free from human mistakes and Casino Guru will testify that in the rare scenario where wrong decisions are made, we are compensating for any wrongdoing.

With regards to the esteemed client who opened this claim, our team did not flag her account for compulsive disorder and did allow her to reopen her account upon her request- reason being that her account closure requests where linked with bonus demands- when we could, we credited the bonus, when we couldn’t, the account got closed and was reopened later on as per the players request.

Unfortunately, some claims made on this thread were not correct, for example, upon the requests to close the account on February 24th, the customer's account was closed on the same day, it was then reopened 3 days later upon the customer's request, so her claim on the forum that her account was not closed at that time is incorrect as she had asked for it to be reopened, therefore her account was not open from the 24 till March continuously.

If the customer will allow us to share with the forum, we can share a lot of communications where different technics to receive bonuses were used, including an unfortunate demand to receive 3000 Euro bonus or else she will open a claim on CasinoGuru, which is the one we are corresponding on.

CasinoMidas, a well-established brand for over 10 years is not obliged to make any refunds to the username in question, especially as the brand can not respond well to threats and blackmail of any kind. Nonetheless, if Casino Guru is asking us to consider compensation although the information elaborated above, we can do so. In any case, I can confirm that her Casino Midas account has been permanently blocked.

Kind regards

John Paul - Casino Manager

We are going to continue the same, open an account, close an account. Many things are uncertain and do not give weighty arguments. I am left that my problem and my self-exclusion were clear. A compensation? what less

Dear Rakeloviedo,

I can confirm that we understand the severity of your issue and can assure you that your account with Casino Midas will never be reopened. We have also conducted additional checks with our communications department to ensure that you will not receive any communication from our side.

We kindly ask you to refrain from opening new accounts, as any deposits made until these are identified and blocked- will not be refunded.

We hope that you will manage to keep yourself safe and not engage in any gambling activities.

With regards to compensation, while we are not acknowledging any wrongdoing, considering what we wrote in our previous post, as well as the service provided, extreme bonuses & rapid winnings payments executed throughout the years, we will offer a small financial compensation or larger donation to a gambling therapy institution, while asking them to provide you exceptional care due to our donation.

Dear Jozef- please advise if you would like to be involved in the offering made.

Kind regards

John Paul - Casino Manager

How is there no irregularity? I denounced you in 2019. And of course I am not going to open any account. Donation to play therapy? This will be a joke. You completely ignore the disease. I have already spent €800 since my last request for self-exclusion. So far this year, €3000. All this having requested self-exclusion. If they do not compensate me, I will request that they help me to claim before ADR and casino licensing authority. Regards

It seems very good to me that donations of this type are made, of course. But what you want is not to compensate me because I have put all this on you and people are seeing what kind of responsible gambling you have. I have been paying €70 for 4 years of weekly therapy that thanks to you encouraging me to continue playing I cannot overcome. That is approximately €13,000 in therapy, not counting all that you have let me play having requested or active and passive self-exclusion.

I do not agree with the solution they are offering, it seems insufficient to me and that they want to wash their image like this with that of sick people that you are sinking. I ask that my request be reviewed

Dear Rakeloviedo,

I am sorry you feel this way, donation to gambling therapy institutions is very important, as they are the best tool to handle complex responsible gambling cases.

While we are trying to sympathize with your current situation, I express again that we are not trying to defend the brand reputation, simply trying to help you. 

You have been an esteemed client of Casino Midas for many years, the number of contacts with the account management team, as well as the benefits you received from the brands are showing a different reflection than the reality as you currently see it.

The brand has offered also the alternative to assist you directly, not via a donation to any gambling therapy, however, it feels that your aim is more to reflect the brand as an institution that doesn’t care about its customer's well-being. If this is the case, unfortunately, it might be better to leave this claim as unresolved and for you to approach the licensing authority in Curacao and we will liaise directly with them, providing them justifications to all actions that took place in your account.

Dear Jozef, while the brand has shown the willingness to assist and resolve this case, the client for obvious reasons, very emotional toward proving the brand wrongdoing and hurt its reputation. If she prefers to take it with the regulator in Curacao, we respect it and collaborate with them. If there is anything we can help with, please let us know.

Kind regards,

John Paul - Casino Manager

I keep seeing more of the same, more of the same. Well, if we don't reach an agreement here, of course I'll do what I have to do. But don't pretend to help people. I repeat that in 2019 I denounced you and I said my problem with gambling and that he was in therapy and wanted self-exclusion. Of course you do not have responsible gambling. Other casinos in Curacao have it. You have not. You have not paid attention to my problem. I am not going to be on this website arguing with you. let it be casino guru who says something. I request €3000 that I have played since January and my permanent total closure and without promotions or sms or anything. I have already sent enough evidence. I await a response from casino guru

What happens after casino guru's response time has expired? Nobody does anything anymore?

Dear Rakeloviedo,

thank you for your patience. I have evaluated all the evidence provided, and I want to ask directly. Have you explicitly informed the casino about the gambling problem? The issue is that, as the casino team mentioned, there is no clear sign of a gambling problem, and it is moreover connected to bonus demands and general requests for permanent self-exclusion instead. I checked all the evidence provided.

The gambling problem mentions, or at least signs, are something that can change the view of the case. When a player mentions gambling problems, the casino team is obligated to close the account as soon as possible (3 days maximum) without a chance to reopen it. If the account is reopened, we believe the player should receive a refund.

In your case, if the casino was not aware of your addiction. We do not consider reopening as an issue. May I kindly ask you to post here screenshots that prove your claims?

Of course. I am attaching a screenshot from February of this year and another from May of last year. I have many more but in these I am clear about the problem. Thank you

In addition, I have already sent a complaint filed by my gambling association in 2019 by email, since the format does not allow me here. I want a solution to so much damage caused

And now?

Good morning. Yesterday casino guru's response time ended and I have no news. Can you give me information?

Dear Casino Midas team,

it looks like the last screenshots from the player sustain her claims. May I kindly ask you to react?

I have been in touch with the casino team, and we discussed the best possible outcome, the brand will be approaching the customer directly. Casino Guru is awaiting feedback and confirmation from both the brand and the player that the situation has been resolved.

So should I wait for them to contact me? when i know something i will tell you

Good morning. No one has contacted me and from what I see you have already decided something and I am not aware

Good afternoon.Casino Midas and I have reached an agreement and amicably end this complaint. They have been very kind so if there is no news, it is not solved by any means.

Good morning. I would like you to approve my comment so that I can carry out the agreement with midas. Thank you

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for your reply.

Please note that as per our agreement, the player will receive EUR 3,000.00 as a gesture of goodwill due to her current situation. The player has agreed that this resolution is final and terminal.

We will give confirmation once the compensation has been sent successfully.

Thank you,

The Midas Team

I have correctly received the transfer from casino midas. You can close the case. Thanks for everything

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Rakeloviedo, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef